IT Support Coordinator

On April 28, 2021, Avelo took flight as America’s first new airline in nearly 15 years – ushering in a new era of affordable, convenient, and reliable air travel. Founded and led by airline industry veteran Andrew Levy, along with a team of world-class airline executives, we endeavored to build a different and better kind of airline with one mission in mind: “To inspire travel,” and we’ve done so with industry-leading reliability and a caring Soul of Service. If you are looking for the opportunity to join a new and exciting airline that offers the chance to make your mark on aviation history, keep reading truly!

PURPOSE: The IT Support Coordinator enables safe, excellent, and reliable operations by ensuring endpoint, workstation, and operational technology systems are stable, secure, and supportable. This role supports the IT Service Management (ITSM) model by providing timely Tier 1–2 support through standardized intake channels, maintaining accurate asset traceability, and partnering with airport/station stakeholders and vendors to minimize operational disruption.

RESPONSIBILITIES:

1. Asset Lifecycle, Logistics, and Traceability

• Oversee shipping, receiving, and inventory movement of IT equipment.
• Accurately process asset assignment and maintain lifecycle traceability (issuance, return, repair, disposal).
• Coordinate hardware refurbishment/recycling for reuse and redeployment.
• Process hardware warranty repairs and vendor returns (RMA).

2. Endpoint Provisioning and Configuration

• Administer OS, application, driver, and firmware installations for supported endpoints.
• Perform device enrollment and provisioning workflows (e.g., Autopilot registration) and validate successful onboarding.
• Apply and troubleshoot endpoint configuration baselines and mobile device policies as needed to restore functionality.

3. Helpdesk Support, Ticket Discipline, and Escalation

• Provide Tier 1–2 support by triaging and resolving actionable software, hardware, and account requests.
• Operate within standardized intake channels (portal/email/phone) and ensure every interaction is properly ticketed.
• Clarify tickets, gather diagnostics, and perform initial troubleshooting to support accurate escalation.
• Escalate incidents and requests to appropriate higher-level teams and vendors, tracking to resolution and maintaining SLAs.

4. Identity and Access Lifecycle Support

• Support user lifecycle activities including account provisioning, access requests, password resets, and terminations.
• Execute deprovisioning tasks on effective separation dates and document actions within the ticketing system.

5. Airport/Station Operational Technology Support

• Provide hands-on and remote support for station systems including common-use workstations, printers, scanners, and operational applications.
• Coordinate testing windows and cutover readiness activities for operational systems (e.g., Airline Choice/RDS) with station contacts and vendors.
• Assist with high-impact station issues by coordinating troubleshooting calls, documenting outcomes, and communicating updates to stakeholders.

6. Network and Connectivity Support (First-Level)

• Provide first-level support for station network and connectivity components (routers, firewalls, switches, Wi-Fi access points, and cellular devices).
• Coordinate provisioning and troubleshooting activities with carriers/vendors (e.g., SIM activation, cellular connectivity testing).

7. Documentation, Knowledge Base, and Continuous Improvement

• Create and maintain how-to articles, site installation documentation, and support process documentation.
• Contribute to and maintain an accurate knowledge base to improve consistency and speed of resolution.
• Support the maintenance of operational support artifacts (e.g., escalation path references) to keep information current.

• Demonstrated knowledge/basic understanding of Windows endpoint installation and baseline configuration.
• Experience with troubleshooting (diagnostics, prioritization, and resolution) for common endpoint, application, and peripheral issues.
• Experience with asset management and equipment logistics (shipping/receiving, tracking, repair workflows).
• Familiarity with ticketing/ITSM workflows and ability to document work clearly within a service management platform.
• Strong critical thinking with an analytical approach to problem solving and root cause identification.
• Strong written and verbal communication skills; ability to work cross-functionally with airport/station teams and vendors.
• Ability to support operational coverage needs, including early/late shifts and occasional travel for deployment or issue resolution.

X-FACTORS (PREFERRED)

• Bachelor’s degree in computer science or IT-related field (or equivalent experience).
• A+ or Network+ certification (or higher).
• Microsoft mobility/endpoint management certification (or equivalent endpoint management experience).
• Experience supporting airport, aviation, or 24x7 operational environments.

May perform other responsibilities, as assigned. Responsibilities and duties may change when circumstances dictate (e.g., emergencies, changes in workload, rush jobs, or technical developments).

Avelo is an Equal Opportunity Employer.